Paul Swainson

• Implemented a comprehensive Growth Strategy, built around 7 Activity Pillars, supported by 3 levels of Foundations • Designed a clear marketing strategy, leading all international activity with one brand (Procera) and clear go to market messaging about “what we want to be famous for” • Enhanced the Business Development team and onboarded a global network of Experts & Introducers to promote Procera in all destination markets • Built a Sales Support function and industrialised the collateral, enabling faster, better and more comprehensive proposals and RFP responses • Built a robust Business Development and market entry strategy for new geographies and industry verticals, including Strategic Partnerships • Won multiple new clients!

Worked with multiple businesses to support growth, build robust business strategy, enhance operating processes and define clear go to market approach plans. Ultimately helping businesses to grow, evolve and thrive!

Responsible for driving exponential growth, transitioning the Synergy business to Nutun and maturing the Nutun CX business; whilst differentiating the Nutun CX proposition and putting Nutun ‘on the map’ in the South African & Global BPO market. • Won, transitioned and executed 25 new client partners over the last 2 years including multiple major global blue-chip brands, growing the team from 1,400 to 4,100 FTE • Expanded the Nutun CX business from predominantly a UK Energy based client base, to a global client base, diversified across 5 industry verticals • Created an award winning business with Nutun CX, winning multiple international Awards in 2023 including the prestigious BPeSA ‘Top BPO in South Africa’ Award and the ‘Best Customer Service Into Europe’ ECCCSA Award in London in partnership with one of our UK clients • Launched our South African industry first ‘One Agent One Child’ community program, whereby for every agent paid for by our client partners, we would put a child through school in our of our 14 partner schools

Responsible for growing the business, whilst building and executing a business transformation strategy to evolve Synergy from a legacy small entrepreneurial business, into an organised, structured and professional BPO able to service new geographies, using multiple skillsets in new industry verticals • Building a clear path to success, with set base camps each month / quarter • Building functions, facilities, technology and capabilities to enable growth at scale • Whilst not losing the Synergy ‘family’ approach to our people • Responsible for growing, developing and leading a team of up to 3,200 contact centre professionals to ensure delivery of world-class customer service to our partners world-wide; via a combination of passionate, dedicated people combined with industry leading technology solutions, with the end consumer at our heart.

Responsible for evolving a young start-up business into a professional, structured and consumer focused business, that was ultimately marketable for a future purchase by a large Blue-Chip company • Built a team to enable the next phase of evolution of the business including over 1,500 in-store pickers, delivery drivers, contact centre and business support team members • Deliver evolution of the technology and business enablement functions to ensure we could deliver a fast, effective and efficient consumer focused service • Acquired new consumers, new retailers and new partners - secured a long-term relationship with Woolworths to provide all aspects from technology, people and logistics for Woolies Dash • Delivered YOY growth of over 400%, moving OneCart to the #2 on-demand grocery retailer in South Africa • Sold the business t Massmart in Q4 2021

Responsible for building new and developing existing partnerships to deliver long-term growth for CCI & our partners. Evaluating and prioritising all opportunities, developing a strategic roadmap to deliver growth through leadership of multi-faceted teams; to ensure execution of plans to add value, drive efficiency and maximise results. Through executing new growth initiatives, won 11 new and significantly expanded 5 existing business partnerships in the last 18 months.

Full P&L responsibility for CCi’s most important new expansion area, Australia, and delivery of growth and performance turn around through existing and new UK business partners. Grew the Australian business from 24 FTE at launch in 2012 to over 1,250 FTE in Sep 2018, making it the second largest business unit at CCI.

Project managed implementation of all aspects of PCI DSS within CCi Call Centres from a standing start to completion within 5 months; a pre-requisite requirement prior to launch of CCi's first ever Australian business

Full P&L responsibility for over 700 shops, c.5,000+ team members. Generated a customer centric retail sales culture, driving over the counter income and FOBT machine revenue, to deliver consistent year on year performance improvements. Achieved #1 Region throughout Ladbrokes for performance in 2010

Built a sustainable profitable business throughout Africa, specifically focused on establishing a retail foreign exchange business in South Africa in 2007 and providing outsourced solutions to banks and financials services businesses in countries as wide ranging as Malawi, Kenya, South Africa & Zimbabwe.

Full P&L responsibility for the Travelex UK Retail Foreign Exchange business, encompassing 1,300 team members at 150+ foreign exchange outlets in every major UK gateway. Negotiation of profitable long-term business partner commercial relationships with airport authorities across the UK.